Transformation of Public Services utilising Digital Opportunities - Bank Sentral Republik Indonesia
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September 29, 2020


As initiator of the Community of Practices (CoP) Forum, Bank Indonesia regularly organises the Forum with government ministries/institutions and state-owned enterprises that have or are transforming. The event represents a medium to share experiences of transformation, while simultaneously aligning institutional policies with national and international trends.

At the 5th Community of Practices (CoP) Forum, PT Angkasa Pura II (Persero), as host, held the event at Soekarno Hatta Airport, which gave a nuanced ambiance to the proceedings. The participants congregated at the New Sudirman Station, BNI City, and then travelled to the airport. The participants were also treated to a tour of the new Terminal 3 by Angkasa Pura II.

The Forum held in March 2018 was attended by many government ministries/institutions and state-owned enterprises, namely Bank Indonesia, Ministry of Finance, Ministry of Tourism, Ministry of Transportation, Ministry of Trade, Ministry of Maritime Affairs and Fisheries (KKP), Financial Services Authority (OJK), Deposit Insurance Corporation (LPS), PT. Angkasa Pura I (Persero), PT. Angkasa Pura II (Persero), PT. ASDP Ferry Indonesia (Persero), PT. Bank Mandiri (Persero) Tbk., PT. Bank Negara Indonesia Tbk., PT. Garuda Indonesia (Persero) Tbk., PT. Jasa Marga (Persero), PT. Jasa Raharja (Persero), PT. Kereta Api Indonesia (Persero), PT. Pelabuhan Indonesia II (Persero), PT. Pertamina (Persero), PT. PerusahaanPengelola Aset (Persero), PT. Pos Indonesia (Persero), PT TASPEN (Persero), PT. Telekomunikasi Indonesia (Persero) Tbk. , PT. Wijaya Karya (Persero) Tbk., Perusahaan Umum Damri, PerusahaanUmum Jamkrindo, Perusahaan Umum Lembaga Penyelenggara Pelayanan Navigasi Penerbangan Indonesia (Airnav Indonesia) and PT. Railink.


Several institutions took the opportunity to deliver a presentation on the transformation of public services that took place at their respective institution. PT. Angkasa Pura II (Persero) undertook a transformation with an emphasis on increasing digital services. Applying the concept of a silent airport, airport services (pre-journey, on-journey and post-journey) were integrated into on application, namely the Airports Mobile App. PT. Angkasa Pura II (Persero) also initiated IT transformation through Enterprise Resource Planning (ERP), affecting finance, human resources and commercial aspects, through Big Bang implementation. On the other hand, PT. Jasa Raharja (Persero) implemented transformation by accelerating the disbursement of claims. Previously, claim disbursements took 7 days, which has now been reduced to just 4 from the date of the accident. The record was set at 1.28 days after an accident. This was accomplished through the provision of a mobile app that facilitated public access to data together with cooperation with the national police to integrate accident data.

PT. Pos Indonesia (Persero) transformed by establishing the Corporate Transformation Planning Centre. After benchmarking against similar companies in other countries, PT. Pos Indonesia (Persero) expanded their services not only to courier services but also financial services. Moving forward, PT. Pos Indonesia (Persero) plans to develop a mobile application to facilitate real-time tracking and provide a pick-up service. The next presentation, by Perum Jamkrindo, showed how transformation was achieved by creating new values, namely transparency, stakeholder participation, effective, balanced and fair. The tangible outcomes of the transformation process include the establishment of a call centre as well as an aspirations and complaints system.

As secretariat, Bank Indonesia took the opportunity to disseminate three books containing the materials of previous CoP forums. Furthermore, the number of CoP members increased from 15 to 28 government ministries/institutions and state-owned enterprises.

The CoP provides new insights to each member regarding the implementation of transformation programs at their respective institutions as a reference and medium to communicate transformation at each institution. The employees of an institution represent a critical component of change management because the essence of organisational transformation is the change of individual employees. At the Forum, the CEO of PT. Angkasa Pura II (Persero), Muhammad Awaluddin, attended the closing ceremony and shared his experiences of leading transformation at AP II. The host of the next CoP is PT. Bank Mandiri, to be held in April 2018.

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